Customer Service and Marketing Associate

Careerwebsite; Antioch (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Careerwebsite in Antioch, CA seeks a proactive professional to support Customer Service and Marketing under the Manager. You will handle direct and phone inquiries, help resolve complaints, and assist with planning social media strategies.

You will also create and post events and campaigns, engage riders, and coordinate outreach at booths and training opportunities. Strong communication and basic office software skills are required.

Qualifications

• Associate's degree or equivalent in an appropriate discipline.
• Two years of work experience in customer service, marketing, or a closely related field.
• Experience speaking to groups is desirable.

Responsibilities

• Provide direct and telephone assistance to customers in resolving complaints and inquiries.
• Plan, create, and execute social media strategies and materials to achieve agency goals.
• Assist with identifying riders for campaigns and social posts.
• Create and post events, detours, and campaigns on social media and alert systems.
• Participate in outreach duties for booth events and rider education and training opportunities.
• Support front office activities such as answering phones, assisting walk-ins, and ticket sales.

Skills

Social media

Public relations

Content creation

Spanish speaking

Group presentations

Education

Associate's degree or equivalent

Tools

Microsoft Word

Microsoft Excel

Graphic editing

Video editing

Job description

ESSENTIAL DUTIES:

Under the direction of the Manager of Customer Service and Marketing:

• Provide direct and telephone assistance to customers in the resolution of complaints, comments, suggestions, transportation needs, etc.
• Take part in planning, creating, and executing social media strategies and materials to achieve agency goals.
• Assist with identifying riders and customers who may be a part of campaigns, telling our story, social media posts, and transit champions.
• Create and post events, detours, and campaigns on social media and alert systems as needed
• Perform outreach duties for booth events, public speaking engagements, and rider education and training opportunities.
• Assist with creating and facilitating internal events and programs.
• Work on customer related activities such as rider surveys, inventory of bus stops and signage, and distributing important information.
• Support general front office activities such as answering telephones, assisting walk-in customers, issuing Clipper Cards, on-site ticket sales, etc.
• Facilitate the Ticket Location program with the goal of expanding locations.

EXAMPLES OF DUTIES:

• Collaborate to identify, create, and implement social media campaigns to help drive ridership, awareness of services, agency programs and rider experience assets for key audiences including commuters, youth, and general public.
• Represent the company at booth events, public speaking engagements, rider education, training opportunities, and other opportunities as needed.
• Help create, plan, and facilitate themed internal events/meetings, including ordering food and supplies, set up, clean up, and so forth.
• Take, investigate, and respond to customer complaints and inquiries.
• Assist with website maintenance.
• Act as lead in administering alerts for detours, system changes, and so forth.

Education:

Completion of an Associate's Degree or equivalent in an appropriate discipline. Experience in a related field may be substituted for education on a year-for-year basis.

Experience:

Two years of work experience in customer service, marketing, communication, or a closely related field desired. Experience speaking to groups is desired.

Knowledge and Skills:

• Basic knowledge of public transportation and its role in the community.
• Good public relations skills such as strong written and verbal skills are required.
• Knowledge of social media applications. Content creator or influencer experience a plus.
• Must be proficient in Microsoft Word, and Excel.
• Graphic and video editing skills a plus.
• Spanish speaking a plus.
• Experience speaking to groups or willingness to learn desired.
• Must be able to perform well under challenging circumstances and maintain professionalism with the public.
• Ability to prioritize work and complete tasks without direction with a commitment to accuracy, strong organizational skills, and a flexible attitude.
• Flexible work schedule required.

Adaptability:

Involves working flexible hours including weekends, nights and holidays depending on agency needs. Manager will, in most cases, provide advance warning and work with Associate on hours/schedules.